AVP, Customer Resolution — Impactful & Compliant

HSBC; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading global bank in Singapore seeks an experienced Assistant Vice President, Customer Resolution. This role requires managing complaint resolution processes, conducting investigations, and acting as the main point of contact for customers. The ideal candidate will have strong analytical skills, experience in customer relations within financial services, and a bachelor's degree in a related field. The position offers opportunities for professional development in an inclusive work environment.

Benefits

Continuous professional development

Flexible working opportunities

Inclusive and diverse environment

Qualifications

• Proven experience in customer relations within banking or financial services.
• Knowledge of insurance is preferred.
• Familiarity with regulatory requirements related to complaint handling.

Responsibilities

• Manage the end-to-end process of complaint resolution.
• Conduct in-depth investigations into serious customer complaints.
• Act as the primary point of contact for customers throughout the complaint process.
• Serve as escalation point for regulatory complaint investigations.
• Identify trends in customer feedback for process improvement.
• Support and coach the Customer Relations team in complex cases.

Skills

Analytical skills

Problem-solving skills

Excellent communication

Interpersonal skills

Team collaboration

Education

Bachelor’s degree in business, Communication, Marketing

Job description

A leading global bank in Singapore seeks an experienced Assistant Vice President, Customer Resolution. This role requires managing complaint resolution processes, conducting investigations, and acting as the main point of contact for customers. The ideal candidate will have strong analytical skills, experience in customer relations within financial services, and a bachelor's degree in a related field. The position offers opportunities for professional development in an inclusive work environment.